Senior Digital Product Manager - CRM
At U.S. Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. We believe it takes all of us to bring our shared ambition to life, and each person is unique in their potential. A career with U.S. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.
U.S. Bank is seeking an experienced Sr. Product Manager with strong technical, influential, and leadership abilities to help drive the success of our Retail branch banking CRM deployment. This role will focus on enablement across our branch, technology, architecture and consulting partners focused on a ground up development and feature/functionality prioritization of the CRM vision.
The Senior Product Manager will engage with key stakeholders to define, document, and prioritize features and collaborate with agile scrum teams to deliver in addition to driving functionality, user experience, and strategic direction for one or more facets of the Platform. Acts as a business engineer rationalizing the use of data, bridging sprints representing the needs of both the retail strategy and the front-line end users, interacting and operating within the product delivery teams throughout the agile delivery process.
Enable business line product profitability and performance by explicitly connecting digital product objectives, key results and roadmap to business line goals and profitability targets. Balances short- and long-term outcomes of digital product portfolio to ensure timely return on investments.
PRODUCT STRATEGY, VISION, AND PLANNING
Leverages market and competitive insights, customer needs, and internal business priorities to establish a digital product vision. Vision includes definition of best-in-class, future-state user experience journey and role of experience in delivering competitive differentiation.
Defines the multi-year digital product strategy including target markets, user segments, user problems to be solved, monetization, technical capabilities, build vs. buy decisions etc.
Aligns digital product vision across other enabling functions to establish an integrated delivery roadmap. Regularly re-evaluates priorities during planning to optimize capacity against user and business value creation.
DIGITAL PRODUCTS AND PLATFORMS
Integrates digital products, platforms and capabilities to drive business value through an enhanced user experience. Advocates for the reusability and modernization of digital platforms and capabilities across the enterprise to improve speed to market, operational efficiency, risk / compliance adherence etc. Continuously evaluates the external vendor market for new digital platforms and capabilities by discovering, curating and recommending build vs. buy decisions.
PRODUCT BUILD & DEVELOPMENT
Drives digital product development by actively managing the roadmap through the agile delivery lifecycle.
Actively engages the quad squad (Product, Design, Agile, Engineering) to execute the product strategy and continuously improve ways of working to maximize efficiency and value creation (business and user).
Ensures user needs are being met through an iterative approach to digital product development, including definition of MVP.
Works alongside technical partners to define business / solution architecture leading to build vs. buy decisions, re-usability, performance and reliability.
CHANNEL ALIGNMENT AND MANAGEMENT
Enables the cross-channel strategy (e.g., web, mobile, voice, in person etc.) by delivering integrated digital solutions that drive adoption, engagement and growth across both digital and human customer interactions.
Partners to ensure digital solutions maximize the use of enterprise digital platforms and capabilities and adhere to all design and development standards (design system, performance, reliability, code quality) for the benefit of the user experience.
Prove out the digital experience solution by measuring customer engagement, flow completion and share of digital transactions. Analyze awareness, setup, activation, ongoing usage to identify drop off points, hypothesize solutions, test and optimize to increase digital adoption and retention, creating loveable experiences that drive raving fans.
CUSTOMER EXPERIENCE RESEARCH, INSIGHT AND EXECUTION
Identifies initial and ongoing digital product-market fit through partnering with cross-functional teams to deliver best-in-class research deliverables such as research briefs, personas, story maps, prototyping, product chartering, and mapping experiences.
Leads and influences research initiatives to achieve a deep understanding of target users and market to build optimized customer experiences that achieve maximum results for accelerated customer demand. Leads consistent review of market trends, economic environments, user research, and testing to continuously improve customer experiences.
Establishes data and feedback mechanisms throughout the customer journey to ensure voice of customer is used to guide execution of the digital product roadmap. Ability to establish and monitor dashboards and control plans for ongoing optimization of the customer experience across various modes of interaction.
GO TO MARKET AND SALES ALL CHANNELS
Collaborate with other enabling functions (e.g., marketing, sales, training, operations, go to market, etc.) to develop a go-to-market strategy on digital products & platforms launched to position and promote digital awareness, engagement, adoption and revenue growth across digital + human interactions.
PERFORMANCE MEASUREMENT AND OPTIMIZATION
Develops north star metric (NSM) to connect business outcomes to customer value and unify the team and stakeholders against a singular goal. Continuously measures actual results against target NSM in order to manage performance and drive progress against product vision and strategy. Leverage NSM and leading indicators to optimize execution and ensure teams remain focused on highest value work.
MARKETING AND ANALYTICS
Partners with marketing to define and influence multi-channel marketing strategy, budget and key performance indicators to drive digital engagement and growth. In addition, partners to define the target segment and value proposition for the digital product and leverages analytics to continuously optimize awareness and consideration. Influence future state marketing technology roadmap to enable and support growth.
Additional Preferred Skills:
Prior CRM Implementation or development experience
Ability to prioritize effectively and identify key areas of improvement
Strong product management design and/or development skills
Strong Program Management and product lifecycle experience
Exceptional communication and interpersonal skills
If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.
Our approach to benefits and total rewards considers our team members’ whole selves and what may be needed to thrive in and outside work. That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Our benefits include the following (some may vary based on role, location or hours):
Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
EEO is the Law
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal KNOW YOUR RIGHTS EEO poster.
U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.The salary range reflects figures based on the primary location, which is listed first. The actual range for the role may differ based on the location of the role. In addition to salary, US Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401k contribution and pension (all benefits are subject to eligibility requirements). Pay Range: $129,455.00 - $152,300.00 - $167,530.00Job postings typically remain open for approximately 20 days of the posting date listed above, however the job posting may be closed earlier should it be determined the position is no longer required due to business need. Job postings in areas with a high volume of applicants, such as customer service, contact center, and Financial Crimes investigations, remain open for approximately 5 days of the posting listed date.